Especialista de Strategic Planning & Analytics – CX

The role

You will lead capacity planning for the customer service center and evolve the CX performance management model. You will transform data into forecasts, scenarios, indicators, and management rituals for internal operations and BPOs.

What you will do

• Build demand forecast models and dimension internal operations and BPOs
• Elaborate medium and long-term capacity planning to support budget, hiring, and partner negotiations
• Evolve the CX performance management model including indicators, goals, scorecards, and management rituals
• Identify factors impacting customer satisfaction by crossing service data, satisfaction surveys, and contact reasons
• Build scenarios and business cases and measure the impact of CX initiatives on experience and cost
• Investigate performance deviations and generate insights to support improvement prioritization
• Evolve dashboards and executive reports by automating routines

Required qualifications

• Degree in Engineering, Statistics, Mathematics, Economics, Computing or related areas
• Solid experience with planning, performance or experience analysis in customer service operations
• SQL mastery
• Experience with Python or R for statistical analysis and forecast
• Advanced knowledge of data visualization tools
• Capacity to transform complex analyses into clear recommendations
• Practical knowledge of AI applied to data and operations, such as use of LLMs for text analysis, analysis automation and predictive models
• Advanced English

Nice to have

• WFM tools (NICE, Verint, Calabrio, Assembled) and Zendesk
• Analysis of satisfaction surveys and customer texts (NLP)
• Experimentation and impact measurement (A/B tests)
• BPO management and management methodologies (OKRs, GPD)
• Spanish

Benefits

• Health and dental plan with national coverage, no cost for the employee and co-participation for spouse and dependents
• Meal/food voucher (Flash - Visa)
• Flexible benefit (Flash Multibenefícios - Visa) for food, meal, mobility, culture, health and education
• Private pension
• Transport voucher
• Life insurance
• Wellhub
• Daycare allowance for children up to five years old
• Education budget
• Language learning incentive through online platform
• Baby On Board benefit
• Extended maternity leave (180 days)

About the company

The Strategic Planning team is the intelligence of CX at Hotmart. They plan and dimension the service operation, monitor the performance of internal teams and partners, and generate insights to guide leadership decisions.